OpenPhone is hiring a
Manager, Customer Success

Summary

Join OpenPhone as a dynamic and experienced manager to lead our customer success team, driving customer retention and growth by managing strategic relationships and providing value to top investing customers.

Requirements

• You have 7+ years of professional experience with a minimum of 3 years in leading a team
• You have a proven track record of building and leading successful Customer Success teams that drive company-level objectives and growth, creating scalable processes that transform strategy into action
• You have a proven track record of building and leading successful Customer Success teams that drive retention and growth for company level objectives
• You embody an entrepreneurial spirit, thriving in zero-to-one environments where you can build foundational processes and pioneer new strategies for growth
• You excel as a player/coach, actively engaging in both strategic planning and hands-on execution, while mentoring your team to achieve outstanding results
• You can approach every challenge with determination and perseverance, thriving in roles that require pushing boundaries and moving with urgency to achieve exceptional results
• You lead with data and insights, identifying patterns and trends that allow us to get ahead of risks and opportunities, shaping strategic decisions that propel OpenPhone’s growth
• You are passionate and experienced in software sales and serving SMBs across North America
• You have the ability to formulate and execute a clear sales strategy that can align with and drive success for company-level objectives
• You are results-driven and have experience reporting on key performance metrics, with the ability to adjust strategies as needed to optimize for successful goal attainment
• You have exceptional communication and collaboration skills to work effectively with cross-functional teams and through successful negotiations
• You thrive in and are able to adapt to a fast-paced, dynamic environment while making data-driven decisions
• We love our customers, and it’s important that you do too by having a customer-centric mindset with a focus on enhancing the value proposition for OpenPhone's North American customer base
• You (and the people you lead) are relentless in getting the best outcome for our customers
• You embody empathy and humility. Ego naturally repulses you

Responsibilities

• Develop and execute a comprehensive post sales strategy in alignment with OpenPhone's goals for FY'25 that can pave the way scaled revenue growth
• Drive a high-performing team via operational rigor and discipline
• Leadership and team growth: Inspire, develop, mentor, and lead a high-performing customer success team
• Utilize data-driven insights to monitor key performance metrics and proactively adjust strategies to ensure successful outcomes
• Customer retention and growth: Forge trusted/strategic relationships with key accounts by providing a world-class post sales experience, while evaluating and prioritizing new strategic segments to drive growth
• Reducing self-serve friction: Managing our CS/AM assist motion means you will provide sales support, education, and consistent cross-functional feedback to ensure we’re delighting and retaining our customers across all customer segments
• Technical expertise: Utilize our tech-forward processes to automate and optimize customer success processes while also having a technical understanding of complex VoIP industry (APIs and native integrations)
• Product expertise: Serve as a product expert, understanding the intricacies of OpenPhone’s offerings, including our API and upcoming technical features. Ensure the team has a deep technical aptitude, capable of guiding customers through complex integrations and technical challenges. Stay updated on product developments and industry trends to provide strategic insights and support to customers

Benefits

• The on-target earnings (OTE) for this position range from $180,000 to $200,000 CAD annually, which includes both a base salary and a variable component
• Compensation is just one component of OpenPhone’s total rewards package. Your package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy